Result of the pilot by CAIWAY

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Here you can find the result of the gamification implementation of CAIWAY

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  • Weetiemandwat het is? Volgens Wikipedia is het:
  • Weetiemandwat het is? Volgens Wikipedia is het:
  • But is this so new?
  • Onhighschool, you had a paper when you finised a table you get a badge! Gamifcation is about positive feedback and competition.
  • Weetiemandwat het is? Volgens Wikipedia is het:
  • Weetiemandwat het is? Volgens Wikipedia is het:
  • But is this so new?
  • But is this so new?
  • But is this so new?
  • But is this so new?
  • But is this so new?
  • Weetiemandwat het is? Volgens Wikipedia is het:
  • But is this so new?
  • But is this so new?
  • But is this so new?
  • But is this so new?
  • But is this so new?
  • But is this so new?
  • But is this so new?
  • Weetiemandwat het is? Volgens Wikipedia is het:
  • Betrokkenheid:Monotomous due high, receptive natureImpossible Targets and strictues
  • Weetiemandwat het is? Volgens Wikipedia is het:
  • But is this so new?
  • But is this so new?
  • But is this so new?
  • But is this so new?
  • But is this so new?
  • But is this so new?
  • Result of the pilot by CAIWAY

    1. 1. Gamify the CAIWAY Contactenter!
    2. 2. Who is Chris?
    3. 3. 2006
    4. 4. 2008
    5. 5. 2008
    6. 6. 2012
    7. 7. 2013
    8. 8. But First: What is Gamification?
    9. 9. Gamification is the use of game design technique,game thinking and game mechanics to enhance non-game contexts.Deterding. S, Dixon. D, Khaled, R. Nacke. L. From Game Design Elements toGamefullness: Defining “Gamification”. ACM, Finland, 2011, 9-14
    10. 10. How does it Work?
    11. 11. Pavlov Skinner Maslov
    12. 12. Challenges of Caiway…
    13. 13. CHALLENGESCherry Picking
    14. 14. CHALLENGESCherry PickingSLA Improvement
    15. 15. CHALLENGESCherry PickingSLA ImprovementFirst Time Fix
    16. 16. CHALLENGESCherry PickingSLA ImprovementFirst Time FixKnowladge base usages
    17. 17. CHALLENGESCherry PickingSLA ImprovementFirst Time FixKnowladge base usagesKnowladge base articles deleviry of agents
    18. 18. Make a Framework
    19. 19. MDA FrameworkMechanics: Functioning componentsDynamics: InteractionsAesthetics: Fun partsThis framework is created by Robin Hunicke, Marc LeBlank and Robert Zubek. Hunick, R.,LeBlanc, M., Zubek, R., MDA: A Formal Approach to Game Design and Game Research[http://www.cs.northwestern.edu/~hunicke/MDA.pdf]
    20. 20. MDA FrameworkFour types of game elements:PointsLevelsBadgesLeaderboard
    21. 21. PointsLevelsBadgesLeaderboard
    22. 22. PointsLevelsBadgesLeaderboard
    23. 23. PointsLevelsBadgesLeaderboard
    24. 24. PointsLevelsBadgesLeaderboard
    25. 25. need a Prototype …
    26. 26. ClientDatabaseGamificationServiceReadPushGamificationDatabaseClientX n
    27. 27. Client
    28. 28. Client
    29. 29. RESULTS (pilot – only email)Les Cherry Picking
    30. 30. RESULTS (pilot – only email)Les Cherry PickingSLA Improvement
    31. 31. RESULTS (pilot – only email)Les Cherry PickingSLA ImprovementFirst time Fix +8%
    32. 32. RESULTS (pilot – only email)Les Cherry PickingSLA ImprovementFirst time Fix +8%Higher knowladgebase usage +12%
    33. 33. RESULTS (pilot – only email)Les Cherry PickingSLA ImprovementFirst time Fix +8%Higher knowladgebase usage +12%More items for the knowladge base +17%
    34. 34. RESULTS (pilot – only email)Les Cherry PickingSLA ImprovementFirst time Fix +8%Higher knowladgebase usage +12%More items for the knowladge base +17%More fun in the job / Competition
    35. 35. Chris van den BergEmail: chris@engageit.coWebsite: http://www.engageit.coTwitter: http://twitter.com/chrisvdbergLinkedin: http://www.chrisvdberg.comQuestions? Contact me !
    36. 36. Engage Gamification!

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